U.S. patent number 9,025,760 [Application Number 13/373,713] was granted by the patent office on 2015-05-05 for apparatus and method for connecting a translator and a customer.
This patent grant is currently assigned to West Corporation. The grantee listed for this patent is Gregory Stuart Cardin, Mark Steve Jarzynka, Mark J. Pettay, Hendryanto Rilantono, Bernard Roubaud, Myron P. Sojka. Invention is credited to Gregory Stuart Cardin, Mark Steve Jarzynka, Mark J. Pettay, Hendryanto Rilantono, Bernard Roubaud, Myron P. Sojka.
United States Patent |
9,025,760 |
Pettay , et al. |
May 5, 2015 |
Apparatus and method for connecting a translator and a customer
Abstract
An apparatus, method, and computer-program are provided to
receive a request to connect a translator to a conference call
holding area, and transmit a request to the translator for a
personal identification number prior to connecting the translator
to the conference call holding area. Upon verification of the
person identification number, the translator is connected to the
conference call holding area.
Inventors: |
Pettay; Mark J. (Omaha, NE),
Sojka; Myron P. (Logan, IA), Rilantono; Hendryanto
(Omaha, NE), Jarzynka; Mark Steve (Omaha, NE), Cardin;
Gregory Stuart (Omaha, NE), Roubaud; Bernard (Castelnau
le lez, FR) |
Applicant: |
Name |
City |
State |
Country |
Type |
Pettay; Mark J.
Sojka; Myron P.
Rilantono; Hendryanto
Jarzynka; Mark Steve
Cardin; Gregory Stuart
Roubaud; Bernard |
Omaha
Logan
Omaha
Omaha
Omaha
Castelnau le lez |
NE
IA
NE
NE
NE
N/A |
US
US
US
US
US
FR |
|
|
Assignee: |
West Corporation (Omaha,
NE)
|
Family
ID: |
53001757 |
Appl.
No.: |
13/373,713 |
Filed: |
November 28, 2011 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
Issue Date |
|
|
13157660 |
Jun 10, 2011 |
8520833 |
|
|
|
Current U.S.
Class: |
379/265.12;
379/265.01; 379/265.13; 379/204.01; 379/202.01 |
Current CPC
Class: |
H04M
3/562 (20130101); H04M 3/56 (20130101); H04M
2242/12 (20130101) |
Current International
Class: |
H04M
3/42 (20060101); H04M 3/00 (20060101); H04M
5/00 (20060101) |
Field of
Search: |
;379/265.01,265.02,265.03,265.04,265.05,265.06,265.07,265.08,265.09,265.1,265.11,265.12,265.13,265.14,266.01,266.02,266.03,266.04,266.05,266.06,266.07,266.08,266.09,266.1,90.01,93.01,93.21,157,158,201.01,202.01,207.01
;370/259,260,261,262 ;455/414.1,416 |
References Cited
[Referenced By]
U.S. Patent Documents
Primary Examiner: Nguyen; Khai N
Parent Case Text
RELATED APPLICATION INFORMATION
This application is a Continuation-in-Part of U.S. application Ser.
No. 13/157,660, now U.S. Pat. No. 8,520,833 filed Jun. 10, 2011,
entitled "Global Interpreter/Translation Services via Conference
Bridge", herein incorporated by reference.
Claims
The invention claimed is:
1. A computer-implemented method, comprising: receiving a request
to connect a translator to a conference call holding area;
transmitting a request to the translator for a personal
identification number prior to connecting the translator to the
conference call holding area; and receiving a message comprising
the personal identification number from the translator;
transmitting a request for verification to a verification unit in
order to verify the translator; and receiving a verification from
the verification unit; receiving a message from a customer to
connect to a conference call; and requesting that the customer
select a language in order to select the translator; based on the
selected language, determining whether the translator is available
among a plurality of translators; connecting the translator in the
conference call holding area; when the translator is not available,
transmitting a message to the customer to inform the customer that
the translator is not available, wherein the message comprises a
phone number of another translator in order for the customer to
connect to the other translator, the other translator not being in
the conference call holding area.
2. The computer-implemented method of claim 1, further comprising:
initiating the conference call in order to connect the customer to
the available translator.
3. An apparatus, comprising: a processor; and memory comprising
instructions, wherein the instructions are configured to cause the
processor to receive a request to connect a translator to a
conference call holding area; transmit a request to the translator
for a personal identification number prior to connecting the
translator to the conference call holding area; and receive a
message comprising the personal identification number of the
translator; transmit a request for verification to a verification
unit in order to verify the translator; and receive a verification
from the verification unit; receive a message from a customer to
connect to a conference call; and request that the customer select
a language in order to select the translator; based on the selected
language, determine whether the translator is available among a
plurality of translators; connect the translator in the conference
call holding area; when the translator is not available, transmit a
message to the customer to inform that the translator is not
available, wherein the message comprises a phone number of another
translator in order for the customer to connect to the other
translator, the other translator not being in the conference call
holding area.
4. The apparatus of claim 3, wherein the instructions are further
configured to cause the processor to: initiate the conference call
in order to connect the customer to the available translator.
5. A computer program embodied on a non-transitory computer
readable medium, the computer program configured to cause a
processor to: receive a request to connect a translator to a
conference call holding area; transmit a request to the translator
for a personal identification number prior to connecting the
translator to the conference call holding area; and receive a
message comprising the personal identification number of the
translator; transmit a request tor verification to a verification
unit in order to verify the translator; and receive a verification
from the verification unit; receive a message from a customer to
connect to a conference call; and request that the customer select
a language in order to select the translator; based on the selected
language, determine whether the translator is available among a
plurality of translators; connect the translator in the conference
call holding area; when the translator is not available, transmit a
message to the customer to inform the customer that the translator
is not available, wherein the message comprises a phone number of
another translator in order for the customer to connect to the
other translator, the other translator not being in the conference
call holding area.
6. The computer program of claim 5, further comprising: initiate
the conference call in order to connect the customer to the
available translator.
Description
FIELD
The present invention relates to an apparatus and method for
connecting a translator and, more particularly, to an apparatus and
method for connecting a translator and a customer.
BACKGROUND
Generally, when a customer speaking a foreign language calls a call
center, the customer presumes the agent answering at the call
center speaks the same language as the customer. However, there may
be times when the customer calling and the call center agent speak
two different languages. In those situations, a translator is
needed to interpret between the call center agent and the
customer
SUMMARY
Certain embodiments of the present invention may provide solutions
to the problems and needs in the art that have not yet been fully
identified, appreciated, or solved by current translation service
systems.
In accordance with an embodiment of the present invention, a
computer-implemented method is provided. The method includes
receiving a request to connect a translator to a conference call
holding area. The method also includes transmitting a request to
the translator for a personal identification number prior to
connecting the translator to the conference call holding area, and
connecting the translator in the conference call holding area.
In another embodiment of the present invention, an apparatus is
provided. The apparatus includes a processor and memory having
instructions stored thereon. The instructions are configured to
cause the processor to receive a request to connect a translator to
a conference call holding area, and transmit a request to the
translator for a personal identification number prior to connecting
the translator to the conference call holding area. The processor
also connects the translator in the conference call holding
area.
In yet another embodiment of the present invention, a computer
program is provided. The computer program is embodied on a
computer-readable medium, and is configured to cause the processor
to receive a request to connect a translator to a conference call
holding area, and transmit a request to the translator for a
personal identification number prior to connecting the translator
to the conference call holding area. The processor also connects
the translator in the conference call holding area.
BRIEF DESCRIPTION OF THE DRAWINGS
For a proper understanding of the invention, reference should be
made to the accompanying figures. These figures depict only some
embodiments of the invention and are not limiting of the scope of
the invention. Regarding the figures:
FIG. 1 illustrates a block diagram of a system with a translation
service, in accordance with an embodiment of the present
invention.
FIG. 2 illustrates a system that connects an interpreter with a
caller, in accordance with an embodiment of the present
invention.
FIG. 3 illustrates a method for a translator to connect to a
holding area, in accordance with an embodiment of the present
invention.
FIG. 4 illustrates a system that connects an interpreter with a
caller, in accordance with an embodiment of the present
invention.
FIG. 5 illustrates a system that connects a translator to a
customer, in accordance with an embodiment of the present
invention.
DETAILED DESCRIPTION OF THE EMBODIMENTS
It will be readily understood that the components of the invention,
as generally described and illustrated in the figures herein, may
be arranged and designed in a wide variety of different
configurations. Thus, the following detailed description of the
embodiments is not intended to limit the scope of the invention as
claimed, but is merely representative of selected embodiments of
the invention.
The features, structures, or characteristics of the invention
described throughout this specification may be combined in any
suitable manner in one or more embodiments. For example, the usage
of "certain embodiments," "some embodiments," or other similar
language, throughout this specification refers to the fact that a
particular feature, structure, or characteristic described in
connection with an embodiment may be included in at least one
embodiment of the invention. Thus, appearances of the phrases "in
certain embodiments," "in some embodiments," "in other
embodiments," or other similar language, throughout this
specification do not necessarily all refer to the same embodiment
or group of embodiments, and the described features, structures, or
characteristics may be combined in any suitable manner in one or
more embodiments.
One or more embodiments described herein pertain to an apparatus
and/or method that allows a translator to connect to a customer
prior to joining a conference call. For example, a translator may
be placed in a holding area such that when a customer calls the
conference center, the customer can have the option to select a
translator prior to starting the conference call with another
party.
FIG. 1 illustrates a block diagram of a system 100, in accordance
with an embodiment of the present invention. System 100 may include
a bus 105 or other communication mechanism that can communicate
information and a processor 110, coupled to bus 105, that can
process information. Processor 110 can be any type of general or
specific purpose processor. System 100 may also include memory 120
that can store information and instructions to be executed by
processor 110. Memory 120 can be comprised of any combination of
random access memory ("RAM"), read only memory ("ROM"), static
storage such as a magnetic or optical disk, or any other type of
computer readable medium. System 100 may also include a
communication device 115, such as a network interface card, that
may provide access to a network.
The computer readable medium may be any available media that can be
accessed by processor 110. The computer readable medium may include
both volatile and nonvolatile medium, removable and non-removable
media, and communication media. The communication media may include
computer readable instructions, data structures, program modules,
or other data and may include any information delivery media.
Processor 110 can also be coupled via bus 105 to a display 140,
such as a Liquid Crystal Display ("LCD"). Display 140 may display
information to the user. A keyboard 145 and a cursor control unit
150, such as a computer mouse, may also be coupled to bus 105 to
enable the user to interface with system 100.
According to one embodiment, memory 120 may store software modules
that may provide functionality when executed by processor 110. The
modules can include an operating system 125 and a translation
service module 130, as well as other functional modules 135.
Operating system 125 may provide operating system functionality for
system 100. Because system 100 may be part of a larger system,
system 100 may include one or more additional functional modules
135 to include the additional functionality.
FIG. 2 illustrates a system 200 that connects an interpreter with a
caller, in accordance with an embodiment of the present invention.
System 200 includes a translator module 202, a conference library
module 204, a WIC framework module 206, media server module 208,
and a WDI module (or verification unit) 210. Translator module 202
includes a conference call area 212 and a holding area 214, and is
operatively connected to WDI module 210.
In this embodiment, a translator (or interpreter) such as a Spanish
interpreter connects to translator module 202 by dialing a
dedicated or non-dedicated number. Translator module 202 transmits
a welcome message and prompts the translator to enter a Personal
Identification Number (PIN). The PIN can be numerical and/or
alphanumerical and can be four digits, five digits, etc.
Upon receipt of the PIN, translator module 202 transmits a request
to WDI module 210 in order to validate the translator's PIN. WDI
module 210 queries a database to determine whether the translator's
PIN is valid. If the PIN is valid, translator module 202 receives a
validation message from WDI module 210 and transmits a registration
message to WDI module 210 in order to register the translator. If
the PIN is invalid, translator module 202 transmits a message to
the translator that the PIN enter was invalid and requests the
translator to reenter the PIN. It should be appreciated that
translator module 202 may include a mechanism to allow the
translator to reenter the PIN a predetermined number of times
before blocking the translator from system 200.
Once the translator is registered in WDI module 210, translator
module 202 places the translator in a holding area 214 with music.
Translator module 202 also transmits a message instructing the
translator to wait in holding area 214 until a customer is
connected to the translator.
For example, when a customer dials a dial in number to connect to a
customer agent, the customer receives a welcome message from
translator module 202. Translator module 202 then transmits a
message requesting the customer to enter a conference PIN. Once the
customer enters the PIN, translator module 202 prompts the customer
to select an interpreter language. For example, the customer is
requested to select "1" for Spanish, "2" for English, "3" for
French, etc.
When, for example, the customer selects "1" for Spanish, translator
module 202 transmits a message to the customer indicating that
translator module 202 is connecting the customer to the Spanish
translator. During this time, translator module 202 transmits a
request for a translator to WDI module 210 identifying the Spanish
translator, and receives a call-ID message of the Spanish
interpreter from WDI module 210.
Translator module 202 transmits a message to the Spanish translator
indicating that the translator is being connected to the customer.
In order to connect the Spanish translator to the customer,
translator module 202 transmits a conference start message to WDI
module 210 in order to start the conference call. As a result, the
customer and the translator are connected to the conference call
(e.g., conference call area 212) and the translator and customer
can speak with each other.
If the customer disconnects from the conference call, conference
module 202 places the translator into the holding area 214 and
informs the translator accordingly. Translator module 202 also
transmits a message to WDI module 210 to end the conference call
between the customer and the translator. In an alternative
embodiment, if the translator disconnects from the conference call,
translator module 202 transmits an option menu to the customer and
informs the customer that the translator is disconnected from the
call and is requested to enter the interpreter language, if needed.
Also, translator module 202 instructs WDI module 210 to end the
conference call and to unregister the translator.
FIG. 3 illustrates a method 300 for a translator to connect to a
holding area, such as holding area 214, in accordance with an
embodiment of the present invention. At 302, a translator connects
to a translator module and the system plays a welcome message to
the translator. The translator module then requests that the
translator enter a PIN at 304. At 306, the translator module
transmits a request to the WDI module in order to validate the PIN,
and receives a validation message at 308. In response to the
validation message, the translator module requests that the WDI
module register the translator at 310 and places the translator
into a holding area at 312.
FIG. 4 illustrates a system 400 that connects an interpreter with a
caller, in accordance with an embodiment of the present invention.
FIG. 4 includes similar modules to those shown in FIG. 2. In this
embodiment, a translator connects to system 400 by dialing a phone
number and a welcome message is played. Translator module 402
requests that the translator enter a PIN and, upon receipt of the
PIN, translator module 402 transmits a request to WDI module 410 in
order to validate the translator. If the PIN is valid, then
translator module 402 receives a confirmation from WDI module 410
that the PIN associated to the translator is valid and places the
translator in a holding area 414.
When the customer dials a number to connect with a customer agent,
the customer is connected to system 400, at which point a welcome
message is played. Translator module 402 requests that the customer
enter a conference PIN and, upon receipt of the conference PIN,
translator module 402 prompts the customer to select the language,
e.g., "1" for Spanish, "2" for French, etc.
When the customer selects the language, translator module 402
informs the customer that a translator is being connected to the
conference call. In this embodiment, translator module 402
transmits a request for a translator message to WDI module 410 and
receives a caller ID of the translator for the language selected by
the customer.
Translator module 402 transmits a message to the translator
indicating that a customer is being connected, and transmits a
message to WDI module 410 to begin the conference call with the
customer. Once connected, the customer and translator speak with
each other, and the customer requests that the translator connect
to a participant. The request includes a name and phone number of
the participant in some embodiments.
The translator then dials "0", for example, and is prompted to
enter the telephone number of the participant. The entered
telephone number is replayed to the translator for confirmation and
is connected to the participant. When the participant answers the
call, the participant is prompted with a welcome message and is
informed that the participant is being connected to a
translator.
Once connected, the participant, the customer, and translator can
speak with one another. Once the translator hangs up, translator
module 402 provides the customer with an option menu and is
informed that the translator has been disconnected from the
conference. Translator module 402 also disconnects the participant
from the conference call by transmitting a message to WDI module
410 to end the conference call, as well as a message to unregister
the translator from the conference call.
FIG. 5 illustrates a system 500 that connects a translator to a
customer, in accordance with an embodiment of the present
invention. Similar to FIG. 2, FIG. 5 includes similar module to
those shown in FIG. 2.
In this embodiment, when a customer connects to system 500, a
welcome message is played. Translator module 502 then prompts the
customer to enter a conference PIN. Upon receipt of the PIN,
translator module 502, for example, prompts the customer to enter a
translator language. When the translator language is received from
the customer, translator module 502 transmits a message to WDI
module 510 to request a translator for the customer. If there is no
translator available, translator module 502 receives a response
from WDI module 510 that a translator is not available. The
response also includes a phone number of a translator for the
customer to connect with.
Translator module 502 connects to the translator and informs the
customer that the customer is being connected to a translator. When
the translator picks up, the translator is provided with a welcome
message and is informed that the translator is being connected to
the customer. For instance, translation module 502 transmits a
message to WDI module 510 to start or begin the conference call
between the customer and translator. As a result, the translator
and customer are able to speak with each other.
If the customer hangs up, then translator module 502 informs the
translator of the customer's action and disconnects the translator
from the conference by transmitting a message to WDI module 510.
If, however, the translator hangs up, then translator module 502
informs the customer of the translator's action and is requested to
enter a language for translation. Also, translator module 502
transmits a message to WDI module 510 to end the conference call
between the translator and the customer.
The method steps shown in FIG. 3 may be performed, at least in
part, by a computer program, encoding instructions for a nonlinear
adaptive processor to cause at least the methods described in FIG.
3 to be performed by the apparatuses discussed herein. The computer
program may be embodied on a non-transitory computer readable
medium. The computer readable medium may be, but is not limited to,
a hard disk drive, a flash device, a random access memory, a tape,
or any other such medium used to store data. The computer program
may include encoded instructions for controlling the nonlinear
adaptive processor to implement the method described in FIG. 3,
which may also be stored on the computer readable medium.
The computer program can be implemented in hardware, software, or a
hybrid implementation. The computer program can be composed of
modules that are in operative communication with one another, and
which are designed to pass information or instructions to display.
The computer program can be configured to operate on a general
purpose computer, or an application specific integrated circuit
("ASIC").
One having ordinary skill in the art will readily understand that
the invention as discussed above may be practiced with steps in a
different order, and/or with hardware elements in configurations
that are different than those which are disclosed. Therefore,
although the invention has been described based upon these
preferred embodiments, it would be apparent to those of skill in
the art that certain modifications, variations, and alternative
constructions would be apparent, while remaining within the spirit
and scope of the invention. In order to determine the metes and
bounds of the invention, therefore, reference should be made to the
appended claims.
* * * * *